On-hook Agent doesn't work

[brando16]

Hi all,

Please help me i need to use a phone for make calls and recevie calls from inbound group without login on agent web interface.
I try to configure an agent with On-hook Agent feature. I configured in the follow method:

FIRST CONFIGURATION
phone 8997
On-Hook Agent to Y

DID 998877 go to In_group TESTING
Group TESTING checked the agent with the phone 8997

DOESN'T WORK

SECOND CONFIGURATION
is the same of the above, create an remote agent and login into http://server_ip/vicidial/vdremote.php and inserted the agent with phone 8997 credentials.

DOESN'T WORK


The problem is the vicidial system doesn't recognize the phone for agent and then not call the phone.
The log file /var/log/astguiclient/agiout.DATE show this message "NNNNN No available balance agent found" and "ring_no_answer_agents reset".

All reply are appreciate.

Best regards,

[mflorell]

On-hook agent phones assumes you are using the vicidial.php agent screen.

If you want to use the vdremote.php screen then you need to use Remote Agents, which has nothing to do with a phone entry or the "On-Hook" settings.

[brando16]

thanks mflorell,

i need to use a phone for make calls and recevie calls from inbound group without login on agent web interface.

can you help me for do that?

[mflorell]

Remote Agents can do that.

Do you have the Manager manual?

[brando16]

I have manager manual but inside there is FREE SAMPLE version @2014 Vicidial group is correct?

[brando16]

thanks Matt,

i have only free version, but is only defined remote agent meaning, but not the configuration.

Remote agents is my goal!!!

I don't find how to configure a user for work, can you explain me, please?

[mflorell]

Here's tutorial G from the paid manual:



G. Set up a remote agent to be able to take calls from an Outbound
Campaign or an Inbound Ingroup.

This feature in VICIdial allows remote agents to login at the beginning of the day to take inbound,
outbound, or blended calls; until they log back out and deactivate their agent session. This is a good
tool for sales people on the road or tech support where a technician may not be in the office and on the
office phone system for the entire day. Anytime where the agent would need to take calls, has access
to a phone, but no access to a computer. If recording is enabled for both the User & Campaign (either
ALLCALLS or ALLFORCE), then the remote agents will be recorded also.

1. Go to the REMOTE AGENTS section of the VICIdial admin website and click on the ADD NEW
REMOTE AGENTS.
2. For this tutorial we will use the these values for the fields on the NEW REMOTE AGENTS form:
User ID start: 7777 (this is the existing ID we created in Tutorial B)
Number of Lines: 1
Server IP: select your active server
External Extension: 917275551212 (this is the number you would dial from the Dialer system
to get to the phone you want to call. It needs to contain the carrier prefix + 1 + the area code &
phone number.)
Status: INACTIVE (this is what we change to ACTIVE when we are ready to take calls, and
back to INACTIVE when we do not want to take calls anymore)
Campaign: TEST_IN
Inbound groups: check the SALESLINE check box (for outbound only dialing, do not select
and Ingroup.)
3. Have the agent login to the vdremote.php page to activate their session to take calls:
http://server-address/VICIdial/vdremote.php
change the status from INACTIVE to ACTIVE and click SUBMIT
NOTE: This screen also allows for viewing of call information when calls come in.
4. When a call comes in to the SALESLINE in-group number and the 7777 agent is the next to take a
call, a call will be placed to the "external extension" of the remote agent and the call will be passed to
that line upon connection.
5. The remote agent can do things like view caller ID of the caller and disposition the call in the
vdremote.php screen if they want to and have access to a web browser while on a phone call.
6. When the remote agent is done taking calls for the session, they just need to login to vdremote.php,
change their status to INACTIVE and click SUBMIT. The deactivation of the account can take up to
one minute.

[brando16]

I do that, but doesn't work for me.

I created a remote agent:
User ID start: inserted an existant User_ID on agent have 8 level permission (ie agent01).
Number of Lines: 1
Server IP: ip of the server where phone is connected
External Extension: 917275551212 (I have insterted an absolute number with all prefix, check the number from the phone and the dialer calls)
Status: ACTIVE
Campaign: TEST
Inbound groups: checked Test_ING

and then login into vdremote.php and a call the number for the inbound group.
the call enter in the in-group, and remain in hold with musiconhold (class default).
The phone 8997 is connected to the agent01 in agent modify screen.

the CLI of asterisk produce this:

Code: Select all

-- Executing [999888777@trunkinbound:1] AGI("SIP/axel-00063b6e", "agi-DID_route.agi") in new stack
[Jul 12 16:28:38]     -- Launched AGI Script /usr/share/asterisk/agi-bin/agi-DID_route.agi
[Jul 12 16:28:38]     -- <SIP/axel-00063b6e>AGI Script agi-DID_route.agi completed, returning 0
[Jul 12 16:28:38]     -- Executing [99909*79***DID@default:1] Answer("SIP/axel-00063b6e", "") in new stack
[Jul 12 16:28:38]        > 0x7f1de0091190 -- Probation passed - setting RTP source address to 10.0.0.153:12116
[Jul 12 16:28:38]     -- Executing [99909*79***DID@default:2] AGI("SIP/axel-00063b6e", "agi-VDAD_ALL_inbound.agi") in new stack
[Jul 12 16:28:38]     -- Launched AGI Script /usr/share/asterisk/agi-bin/agi-VDAD_ALL_inbound.agi
[Jul 12 16:28:38] NOTICE[17894][C-00068bc3]: channel.c:4302 __ast_read: Dropping incompatible voice frame on SIP/axel-00063b6e of format ulaw since our native format has changed to (alaw)
[Jul 12 16:28:38]     -- <SIP/axel-00063b6e> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'it')
[Jul 12 16:28:38]     -- <SIP/axel-00063b6e> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'it')
[Jul 12 16:28:40]     -- Started music on hold, class 'default', on SIP/axel-00063b6e
[Jul 12 16:28:43]     -- Stopped music on hold on SIP/axel-00063b6e
[Jul 12 16:28:43]     -- <SIP/axel-00063b6e> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'it')
[Jul 12 16:28:43]     -- <SIP/axel-00063b6e> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'it')
[Jul 12 16:28:43]     -- <SIP/axel-00063b6e> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'it')
[Jul 12 16:28:43]     -- <SIP/axel-00063b6e> Playing 'generic_hold.gsm' (escape_digits=) (sample_offset 0) (language 'it')
[Jul 12 16:28:49]     -- Started music on hold, class 'default', on SIP/axel-00063b6e
[Jul 12 16:28:52]     -- Stopped music on hold on SIP/axel-00063b6e
[Jul 12 16:28:52]     -- <SIP/axel-00063b6e>AGI Script agi-VDAD_ALL_inbound.agi completed, returning 4
[Jul 12 16:28:52]   == Spawn extension (default, 99909*79***DID, 2) exited non-zero on 'SIP/axel-00063b6e'
[Jul 12 16:28:52]     -- Executing [h@default:1] AGI("SIP/axel-00063b6e", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
[Jul 12 16:28:52]     -- <SIP/axel-00063b6e>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------- completed, returning 0


i need to work on this feature for leave the AVAYA solution (AVAYA OneX)

thanks for the support

[mflorell]

Does the agent show up in the real-time report?

[brando16]

hi,
the agent shows in the realtime screen only if created with number instead letter for user id.
Almost all agents are with letter only the remote must be a number id.

Thanks to all